Confidentiality, Complaints & Grieviances

Confidentiality Policy

Trinity Community Arts works with many other organisations to deliver high-quality services. It is vital to share relevant information – but this must be done in the proper way.

The principle of confidentiality is followed in all the work of the Trinity Centre. This means that we treat all information safely and professionally.

A policy of confidentiality allows us to be open about our own work, and improve our services, while protecting workers, service users and other groups.

Complaints Procedure

If we fail in our duties to our stakeholders we want to know. This will help us deal with the problem, avoid it happening again, and maintain good relations with all our service users.

If we get a complaint from a service user, an organisation or a member of the public TCA staff and management committee aim to do whatever we can to resolve the problem at every stage. Complaints can be made either in person, by phone, in writing or by a nominated third party. TCA staff will seek resolution of the problems outlined or present the concern to the management committee for consideration. If necessary, we will involve the help of external agencies to assist us in finding a solution. 

Any complaints are recorded on the complaints monitoring form and kept on file. This includes complaints resolved without being put in writing. All complaints are covered by the confidentiality policy.

Complaints made by staff or volunteers are dealt with through grievance and disciplinary procedures.

Grievance Procedure

TCA has a Grievance Procedure in place to ensure all staff and volunteers are given a fair hearing concerning any grievance that they may wish to raise.

All workers have the opportunity to state their case and to have the right to appeal against any decision or action.

TCA will aim to find an equitable solution to any grievance and will work with all parties concerned to ensure the correct action is taken.